Customer Service Quality Assurance
Resume:
Willie L Sykes
**** ******* *****, ************, **. 37128
******@*****.***
Objective
A hands-on career with growth potential where I can effectively utilize my analytical and troubleshooting skills and enhance my knowledge while contributing to the success of the company.
Skills and Qualifications
Exceptional analytical and organizational skills with the proven ability to multitask, identify and anticipate customer needs, and improve customer retention within a highly competitive market. Skilled superior customer service provider with excellent verbal and written communication with exceptional talent for understanding and presenting knowledge of products and services, conveying features and benefits, and effectively articulating opinions and ideas in an intelligent persuasive manner. Committed to quality and excellence.
Proficient computer skills including MS Office Suite, Word, Excel, Windows, Mac OS, and Internet Savvy
Professional Experience
• Nissan North America- Quality Assurance (Quality Inspector) 08/2013 – Present
Maintains quality standards by approving incoming vehicles, in-process production, and finished products, recording quality results. Approves incoming materials by confirming specifications; conducting visual and measurement tests; rejecting and returning unacceptable materials,
Recording all defects and issues in ASPECT and making sure things are noted accordingly.
Analyzing Information, Reporting Research Results, Documentation Skills, Promoting Process Improvement, Safety Management, Managing Processes, Manufacturing Methods and Procedures, Supports Innovation
Update job knowledge by participating in educational opportunities, improving Quality and the production process.
Calibration of (AVM) all around view monitor system, (ICC)Intelligent Cruise Control, (LDP) Lane Departure Prevention, Visual views for underbody leaks, Function check for options on vehicle to make sure they are working properly, Brake inspection, Coolant level, brake fluid level, and washer fluid level check
Brake test and wheel alignment, Head light Aim, ADAS calibration
• Wells Fargo Advisors - 1 North Jefferson Ave. St. Louis, Mo. 63103
Corporate Action (ESO) Analyst Securities Ops Specialist II 06/03/11 – 08/2013
AST- (Automatic Stock Transfer)
(Securities Ops Specialist II) WBS Retirement Processing (IRA) 10/25/10 - 06/03/11
Process and reconcile transactions, Research inquiries submitted to Estate Processing,
Effectively utilize available resources, Review time-sensitive documents to determine if all appropriate documentation was received, provided clear and accurate information to customers,
Achieve targeted production and quality levels on a consistent basis,
Research and resolve customer complaints in response to customer contact.
Establish working relationships with other business groups/channels.
• Commerce Bank- 1045 Executive Parkway Creve Coeur, Mo. 63141
(Customer Service Representative) Call Center 11/30/2009 – 10/23/2010
Respond to a high volume of incoming calls and provide customers and region wide customer contact staff with the highest level of customer service. Provide problem resolution regarding all products and services. Cross-sell alternative, enhancement, and additional products to callers.
• Charter Communication (Town & Country, MO 63017)
Corporate Telephone Customer Care Advocate (Tech Support) (VOIP)
Technical Telephone Repair Representative (VOIP) 10/06 – 12/08
Respond to customer complaints; resolve problem elements; interact with credit department to ascertain customer account status.
Customer Service and Support – Troubleshooting – Problem solving for corporate accounts.
Managed, communicated, and resolved all issues in excess of 100 inbound and outbound calls issues with our customers relating to products and troubleshooting.
Maintain proactive follow-up with customers and follow-up with our manufacturers to ensure prompt and accurate resolution.
• Hippodrome Nissan Dealership (Downtown Nashville) 03/2003 – 03/2007
Lot Runner- Cleared serviced vehicles from service area and prepared them for service, when completed returned the vehicles to the customers.
Product Specialist – Deliver vehicles to customers which includes ensuring that vehicle has met all pre-delivery checklist requirements, programming personalized settings prior to customer delivery, assessing customer knowledge and priorities to personalize delivery, explaining and demonstrating vehicle features and technologies while focusing on customer comfort level and retention.
Follow up with customers, after delivery to answer questions or conduct a second delivery to teach additional feature operations. Assist Sales Consultants in demonstrating vehicle features for customers, Troubleshoot vehicle features,
PDI Technician – Prepared cars for delivery to new customers.
Education
Kaplan University, St. Louis, Missouri
Associate degree- Criminal Justice (2009-2010)
Tennessee State University, Nashville, Tennessee
Bachelor’s degree- Business Management (2003-2006)
Sumner Mega Magnet High School ( Diploma- 2002)
Christian Brother College High School (General Education 1998-2001)
Achievement
Computer Excellence
Outstanding Achievement
Distinguished Service Award
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